IT Helpdesk Analyst

The IT Help Desk Analyst serves as the primary point of contact for end-user technology support. This role is responsible for troubleshooting hardware, software, network, and application issues while delivering exceptional customer service. The analyst works closely with users across the organization to resolve incidents, fulfill service requests, and support the ongoing stability and security of the company's technology environment.

Key Responsibilities

End User Support

• Provide first-level and second-level technical support for employees.
• Respond to service requests and incidents through the IT ticketing system.
• Diagnose and resolve issues involving Windows 11 workstations and laptops, Microsoft 365 applications, printers and peripherals, mobile devices, remote access tools, and VoIP phone systems.
• Perform remote and onsite troubleshooting.

User Administration

• Create, modify, and disable user accounts.
• Support Microsoft Entra ID, Active Directory, and Microsoft 365 administration.
• Assist with user onboarding and offboarding processes.
• Configure security access according to company policies.

Device Management

• Deploy, configure, inventory, and maintain company computers and mobile devices.
• Install operating systems, software, security updates, and patches.
• Maintain asset records and equipment lifecycle documentation.

Technical Documentation

• Record incident resolutions and troubleshooting steps.
• Create and maintain user procedures, knowledge base articles, and technical documentation.
• Track recurring issues and identify opportunities for process improvement.

Escalation and Collaboration

• Escalate complex issues to Systems Administrators, Network Engineers, or third-party vendors.
• Collaborate with IT team members on projects and technology initiatives.
• Participate in disaster recovery, cybersecurity, and infrastructure improvement efforts.

Customer Service

• Deliver professional, timely, and courteous support.
• Communicate technical information clearly to non-technical users.
• Follow up with users to confirm issue resolution and satisfaction.

Required Qualifications

Education

• Associate degree in Information Technology, Computer Science, or related field preferred.
• Equivalent combination of education, certifications, and experience may be considered.

Experience

• 2+ years of experience in a Help Desk, Desktop Support, or IT Support role.
• Experience supporting Microsoft Windows and Microsoft 365 environments.
• Experience using an IT ticketing system.

Technical Skills

• Windows 10/11 administration and troubleshooting.
• Microsoft 365 administration and support.
• Active Directory and Entra ID user management.
• Basic networking concepts, including DNS, DHCP, TCP/IP, and VPN.
• Mobile device support for iOS and Android.
• Printer and peripheral troubleshooting.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft Fundamentals Certifications
• ITIL Foundation

Required Competencies

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Strong troubleshooting and analytical skills.
• Ability to prioritize multiple requests in a fast-paced environment.
• Attention to detail and commitment to documentation.
• Ability to work independently and collaboratively.